Loan Servicing
Lakeview Loan Servicing, LLCHeadquarters
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Complaints
This profile includes complaints for Lakeview Loan Servicing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 325 total complaints in the last 3 years.
- 86 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/28/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Adding a conformation number, submitted and scheduled day back to the payment when submitted. Instead of just telling the customer there payment was received with a date. This is want it given now (Payment Date: Payment Method Payment Total 12/26/2023 chase: $60.00) this is what used to be given Lakeview mortgage (Additional Escrow $60.00 Payment Date Nov 17, 2023 Payment Method CCONNIE KENEALYJPMORGAN CHASE BANK, N.A. (****) Total Payment $60.00 one time payment draft for loan number ending in **** in the amount of $60.00 was submitted on 11/17/2023 with a scheduled date of 11/17/2023 from your bank account ending in ****. The confrmation number is *************). As you can see there is no conformation number given with the new receipt and if the customer has a problem they don't have any reference to give. If you call the customer service said there is a conformation number on there end but the customer should not have to call every time that they make an extra principal and or escrow payment to get a conformation number. I tried speaking to the web site people and was told they no longer will give you a conformation number when on in fact is issued to the payment and had no plans of adding it back. The customer needs a conformation number when a payment is made for there reference.Business Response
Date: 01/11/2024
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ***************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, LoanCare LLC is servicing this loan on behalf of Lakeview.
*12/28/2023 - Borrower filed BBB complaint regarding confirmation number for payments sent to servicer.
*01/11/2024 - Lakeview reached out to the servicer LoanCare and requested their assistance with providing a response and resolution to ***************************.
We apologize for any delay and inconvenience this matter has caused. Upon receiving this complaint, we immediately reached out to the servicer LoanCare to start an immediate investigation. ******** confirmed that going forward the email received after payment made, is the confirmation of the payment processed via LoanCares website. Please save the email communication for your records. Additionally, the payment history area of the website will also reflect payment transactions.
Lakeview will consider this concern resolved based on the actions of the servicer LoanCare.Customer Answer
Date: 01/13/2024
Complaint: 21068342
I am rejecting this response because: the history of payments has no conformation number either and if you call the customer service can give you the conformation number as i have already did that and was told they don't understand why the customer is not given the conformation number upon making the payment. I should not have to call customer service each time that i make a payment to get t the conformation number as they use to give the conformation number upon paymet not just we received your payment. This us what used to be given when a payment was made(Payment Method CCONNIE KENEALYJPMORGAN CHASE BANK, N.A. (****)
Total Payment $60.00
one time payment draft for loan number ending in **** in the amount of $60.00 was
submitted on 08/30/2023 with a scheduled date of 08/30/2023 from your bank account ending
in ****. The confrmation number is 169341712683
Sincerely,
***************************Business Response
Date: 01/23/2024
******** provided the following response:
On January 19,2024 **************** of the customer representative *************************** reached out to Mr. ************************ to discuss their BBB concerns with the payment confirmation number being removed from the website. Below is a recap of the conversation:
LoanCare explained that with the recent updates to the website, confirmation numbers are no longer being provided.Instead, there will be an email confirmation that they would need to keep as this is now confirmation of the payment being scheduled going forward. ******** further explained that with the new updates, there are no plans to go back to confirmation numbers. LoanCares customer service representative will continue to provide confirmation number information as part of their process.
******************* explained her concerns as the previous confirmation numbers provided the last four digits of the bank account used for the payments. She stated this helped her manage their accounts as she will make additional payments from more than one bank account.The new confirmation emails provide payment amount, date scheduled and payment method (checking, savings) along with the last four digits of the loan number.
She is already set up on auto pay but uses the website payment option when submitting extra payment for principal and escrow. LoanCare thanked ******************* for her feedback, and she confirmed she will have to adjust the way she tracks her bank transactions to know which account is being used. The customers had no further questions.Customer Answer
Date: 01/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:12/28/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a mortgage loan with Lakeview as the loan servicer since approximately November 2021 when my mortgage was sold to this company. In August 2023, I filed Chapter 7 Bankruptcy. Lakeview immediately blocked my access to my online mortgage and escrow account. I do not have an issue with that. However, Lakeview indicated that I will never be given access to my online mortgage and escrow account again unless I reaffirm the mortgage loan. My attorney indicated that the court will not approve reaffirmation of the debt. Furthermore, I am *********** mortgage statements and escrow statements. I've received nothing to indicate that my property tax was paid in November 2023. I've received no mortgage statements since August 2023, despite that I have made all payments on time. I have to call in each month to make payments. My bankruptcy was discharged on December 18, 2023. Lakeview refuses to give me access to my account and has repeatedly refused to provide me with statements. My monthly payment is $2,971. I would like access to the online account restored and monthly statements emailed to me. Thank you.Business Response
Date: 01/10/2024
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *****************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service. ********************** contracts with various servicers for all administrative handling of our mortgage loans. In this instance, LoanCare LLC is servicing this loan on behalf of Lakeview.
*12/28/2023 - Borrower filed BBB complaint regarding servicer online access and monthly statements.
*01/10/2024 - Lakeview reached out to the servicer LoanCare and requested their assistance with providing a response and resolution to *****************.
We apologize for any delay and inconvenience this matter has caused. Upon receiving this complaint, we immediately reached out to the servicer LoanCare to start an immediate investigation. LoanCare records indicate the mortgage debt related to the borrowers account was included in their U.S. Bankruptcy Chapter 7 Case No. 23-23051, which was discharged on 12/27/2023, and the mortgage debt was not reaffirmed. ******** updated the mailing address of record from that of the borrowers bankruptcy attorneys office to the property address on 11/2023. Both 11/16/2023, and 12/18/2023 Monthly Statements were mailed to the borrowers property address, with no evidence of any returned mail.
LoanCare follows all applicable servicing guidelines regarding bankruptcies. Although the mortgage debt was not reaffirmed within the bankruptcy, a lien on the property remains valid until the account has been paid in full. The borrowers account is due for the 02/01/2024 payment, with a current unpaid principal balance of $491,683.19.
Note, since the borrower did not reaffirm the mortgage debt, no information will be reported to the credit reporting agencies, and LoanCare is unable to restore online access to servicer at the borrowers request. This would also be in violation of the discharge.
Lakeview will consider this concern resolved based on the actions of the servicer LoanCare. If you or the borrower have any additional questions regarding this matter, please contact Tere Childers at LoanCare.Initial Complaint
Date:12/27/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
- Company failed to pay taxes from escrow account in timely manner resulting in me incurring late fee after I had to call county offices and the company's office multiple times to resolve the issue.- Company "updated" their website with main change being a restriction in the online payment options to go from paying with card to only being able to pay via bank account information. This change only occurred following the company being hacked (attached document with additional information on the cyber security breach).- Company is not forthcoming with information that is imperative for customers. For example, customers were only notified of the cyber security breach if checked the new website following the incidient. During the breach, the company simply shut down the site. I was informed via my call to the service center on the Wednesday before monthly payments were due and was also informed customer could only find out about the breach by calling customer service (if the service representative was forthcoming with the information). - Called today to ask customer service payment options or where to submit claim inquiring about the additional online payment options that were available only to be told there is no option to express concern with representatives of the company.Business Response
Date: 01/10/2024
Re: BBB Work in Progress to Consumer Complaint Notification
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ***************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.Business Response
Date: 01/17/2024
Re: BBB Work in Progress to Consumer Complaint Notification
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ***************************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
As such, we respectfully request some additional time. We will update the BBB and the borrower as soon as possible.Business Response
Date: 01/22/2024
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by *************************** through the BBB. We appreciate the opportunity to respond. Lakeview is a master servicer and reputable lender who takes these matters very seriously and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
********************** is the owner of the mortgage servicing rights (MSR) for this loan. However, please know that Lakeview contracts with various subservicers to perform the day-to-day servicing activities for our mortgage loans. In this instance, LoanCare, LLC (a non-affiliated and separate company) subservices this loan on Lakeviews behalf.
Foremost, we hear and understand your frustration. We do apologize for any inconvenience you may have experienced. We appreciate the opportunity to further explain.Initial Complaint
Date:12/11/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 27th, we discovered an erroneous duplicate lien attached to our property.Multiple phone calls to resolve this issue have resulted in no resolution, even after providing documentation and having the original title company working on this issue.Two weeks ago, I was told I had to talk to another mortgage company, which had systems down. I discovered today, that was misleading advice. The phone number provided was actually Lakeview.No progress has been made. The only responses to my emails are "we are working on it." No forms have been mailed, and I've been told so many different "updates" that I don't know who is actually telling me the truth.Business Response
Date: 12/22/2023
Re: BBB Work in Progress to Consumer Complaint Notification
Lakeview Loan Servicing, LLC (Lakeview) is in receipt of the recent complaint filed by ******************. Lakeview Loan Servicing is a reputable lender who is committed to the ideals of the BBB and will work in good faith to resolve any misunderstandings with a customer, as we always want to provide excellent customer service.
********************** contracts with various sub servicers for all administrative handling of our mortgage loans. LoanCares Records Team was notified to provide assistance and resolution to the borrower.
* 12/12/23 Borrower filed a BBB complaint regarding the delay in removing the duplicate lien on title.
* 12/12/23 Lakeviews IR team notified LoanCares Records Team of the concern and requested their assistance.
* 12/21/23 LoanCares Records Team requested additional time to complete their review before issuing a final resolution.
If you or the borrower have any additional questions regarding this matter, please contact *********************** at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Standard Time.Initial Complaint
Date:12/06/2023
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid my taxes early and submitted paperwork of the receipt into the user portal for an escrow dispersement check to me; however, no action has taken place and I am out ********. I have called abut cannot get ahold of anyone and have submitted additional tickets, but I no longer get an email stating they will work on my new ticket. The ticket number is ********** and was filed on 13.NOV.23.Business Response
Date: 12/12/2023
We thank you for your feedback through the BBB portal. Foremost, we hear and understand your frustration. We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain.
Kindly see attached response.All systems are operational including their call centers. The tax situation was communicated to the customer and is being monitored for his ************** once the system processes the advance towards his account. The single point of contact will re-engage with the customer once the updates are performed.
Customer Answer
Date: 12/13/2023
Complaint: 20966386
I am rejecting this response because:The cyber attack is unfortunate; however, I was hoping for an actual update that addressed my issue versus a blanket statement.
Sincerely,
***************************Business Response
Date: 12/20/2023
Please note, Lakeview only owns the mortgage servicing rights (MSR) for this loan. Lakeview contracts with various subservicers to perform the day-to-day servicing activities for all mortgage loans. In this instance, LoanCare, LLC, who is a non-affiliated and separate company, subservices this loan on Lakeviews behalf.
On 12/18/2023 *************************** from LoanCare spoke to **************** about his own early payment for his taxes and the fact that he sent the receipt and documentation through their portal. Unfortunately, it was not caught in time and a tax disbursement was made to the county from Mr. ******** escrow account. *************************** of **************** of the ******** team spoke with **************** and explained the situation.
LoanCare is in the process of advancing funds to **************** account as they are awaiting the tax refund from the county. They will be advising him of any ************** once the escrow account is reconciled depending upon disbursement needs for future payments required. ******************** will monitor this and follow up with the customer directly.
The privacy and security of our customers information is the top priority for everyone involved and impacted by this situation.We apologize for the inconvenience this has caused and LoanCare will continue to provide regular updates, as necessary.Lakeview will consider this closed as the servicer LoanCare will be in direct contact with *****************
Initial Complaint
Date:12/06/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
12/1. Entered in my payment online. Received an error message prompting me to try again. So I did. Received the same error. Later got charged to mortgage payments. Tried to call 25 times and no one answered the phone. Called again 12/4 and the representative told me the double payment would be dropped. It never was.Business Response
Date: 12/21/2023
We thank you for the feedback submitted through the BBB. Foremost, we hear and understand a customers frustration. We do sincerely apologize for any inconvenience a customer may have experienced with the servicer who handles the servicing of their mortgage loan. We appreciate the opportunity to further explain. Kindly see Lakeviews attached response to this complaint. Customers should continue to check the servicers website for any updates, as well as the special phone line provided in the response.Please know the servicers systems and website access have already been restored. The servicer will be reaching out to its customers directly regarding the data incident and will provide further details. Please note: For all servicers, call center volume is high right now. Call centers are experiencing higher than normal call volumes around the holidays and the week subsequent. The call volume should ***** shortly thereafter.
Initial Complaint
Date:12/06/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cannot get in touch with this company about making a payment on my mortgage. This has been ongoing since before Thanksgiving. The company has put out nothing about what is going on. I was forced to search the internet for answers. There was one article about a data breach and a bunch of folks on Reddit, but they was it. No help or info from the actual company that is responsible for millions, if not billions, of dollars. Is this real life?I received an email a couple of days ago. It exclaimed the website outage had been resolved. They still gave no explanation as to why the site was down (alluding to some sort of new user features, as if that were the reason). Unfortunately, this email was incorrect, as I still could not log into my account nor could I reach anyone on the phones.Now, I can log in, yet it wants all my bank info again. How can I trust this? Especially when I still am not hearing from the company about what is going on. My mortgage was due days ago now and I have never been late on a payment. Some of the people on Reddit that can get in to make a payment have said theyve been charged multiple times, overdrawn their accounts and cant get in touch with anyone over the phone. We deserve an explanation. The anxiety alone from not knowing what is going on with our loans and/or our private information is not ok. Is this even legal?Help!Business Response
Date: 12/12/2023
We thank you for your feedback through the BBB portal. Foremost, we hear and understand your frustration. We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain.
Kindly see attached response, and please keep checking their website for updates as their system and account access has been restored.Please know that their call center volume is extremely high right now. They are expecting this to decrease over the next week.Customer Answer
Date: 12/12/2023
Complaint: 20965338
I am rejecting this response because:While this is a nice canned response/sentiment, there is a lot of misleading information given in the response and I would like a chance to explain why, but also to ask if I can mail in a payment and to where would it be mailed. I have lost all trust in this servicer (for reasons to follow) and will not blindly put in all of my bank account information online nor have many of us been able to recently.
Because of the lack of transparency by this servicer, many of us have come together to communicate as we were left scrounging for information on the internet, up to weeks after the outage. I hope the BBB is noting all of this. Apparently I have to file a complaint to get any information at all, even the lies.
1. Fellow customers serviced by this company have experienced multiple issues with the up and running system to include multiple payments drafted from their accounts when only one was made. There have been overdrawn accounts reported due to this error and no one on the other end at Lakeview/Loancare to fix the matter for days and days.
2. The only email anyone seems to ever have received came over a week after the outage and claimed to be nothing more than some outage with user friendly updates, as I have explained in the previous message. Clearly my email is correct with you, as this is the only email address Ive had since Ive had this mortgage and youve contacted me using it before and after payments made. No one has ever informed me that my private information was in jeopardy or could be in jeopardy. No one in the group has been formally notified of this either (as of the moment I filed this complaint). A lie.
3. **************** agents on your end continually told people they had no information that they could give us. Some would **** at a privacy breach, but most would not admit to anything ongoing. There was nothing in mainstream news either. So please do not pretend you gave us any inkling as to what was happening. This is beyond frustrating.
As I can see, even this formal response is littered with well, lies. And Im supposed to trust you handling my sensitive information and the roof over my head? I will save the rest for the legal team.
Please direct me to a physical mailing address to which I can send my payment for December, as I did not get the physical bill in the mail either (something I get every month).
Sincerely,
*************************Business Response
Date: 12/15/2023
We thank you for your feedback through the BBB portal. Foremost, we hear and understand your frustration. We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain.
Kindly see attached response.Customer Answer
Date: 12/18/2023
Complaint: 20965338
I am rejecting this response because:
As other complaints have highlighted, the canned response (copy/pasted over and over) to this very serious issue complaint is not satisfactory.
The formal note, which came after my first rebuttal, speaks to my specific concerns (calling them out for lying and being ambiguous) still does not take responsibility. As one savvy critic stated: A business who fully integrates their operations with a service provider, and then blames the service provider for their poor customer relations, is not accepting responsibility or providing a high quality product.
They continue to claim they let us know about the data breach. I have attached a screenshot of the email I received a week or more after the outage. As one can see, there is no mention of a security issue. (See attached.) In fact, it makes it sound like they are doing us a favor by bettering the website.Still No one has answered the question:
Was our data compromised?
How do you know this?
What steps have you taken to check this?
Is there a statement from ************* that explains exactly what happened and how our information was or was not accessed?
Its unbelievable that I even have to ask and dig and probe for this information. Until this BBB complaint, no one from Lakeview/Loancare told me anything about a data breach. Period.
I will mail in a payment but I do not feel confident about it and find it a real problem trusting them enough to use online services. As I said, what took place after was pandemonium. For weeks.
I hope all of this is posted online for public viewing. Thank you, BBB!
Sincerely,
*************************Initial Complaint
Date:12/05/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My VA mortgage was sold to Lakeview in June of 2023, I had received *********** military orders, and I was in the process of listing my home. I received an offer under the conditions of a loan assumption for my current APR. The buyers are non-veteran, so I called Lakeview Loan Servicing to ensure this is something their company allowed, was told it was, we began the application process, and were told the process would take ****** days. I contacted the company many times in an attempt to get an update, and continued to be told that it was still "in process". 120 days and many phone calls later, we were finally put in touch with the *********************** who got me in touch with a member of the *********************** *******************************, only to be told as far as he was tracking, their company did not allow non-VA eligible buyers to assume a VA loan. I asked if I could have my realtor contact him for details since he has managed non-VA assumptions of a VA loan numerous times. He confirmed his contact information and agreed to speak with my realtor. Since then, we have been unable to get in contact with anyone outside of customer service, who continues to give conflicting information. We are coming up on 5 months for a process that was supposed to take 90 days, with no progress at all.Business Response
Date: 12/28/2023
The Lakeview assumptions team provided the below timeline:
*12/12/2023- The Mortgage Loan Originator (***) *************************** spoke to ********************. A welcome package was sent on the same day.
*12/19/2023- The welcome package documents were received by Lakeview. The *** called and left a voicemail message for ******************** detailing the next steps and expectations.
*12/20/2023- The *** spoke to the potential buyer to complete the application. The *** is pending documentation back from the potential buyer. The *** will place a follow up call.Customer Answer
Date: 12/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:12/05/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Attempted to make mortgage payment via online website on 11/30. During that time received an error and was instructed to "try again later" In order to ensure that payment was made in a timely fashioned, I made a payment using their automated system via phone since there was no customer service available at that time. No payments were processed between 11/30-12/03. As of 12/04 I noticed the initial payment for my mortgage listed on my statement. During the morning of 12/05 another payment was processed as pending in my account. According to their customer service both of these payments were processed when I received an error online (x2). No resolution was offered by customer support other than submit a refund request and wait **** business days. Customer support also stated there is a third pending payment on their system and they are unable to cancel. This could amount to $2600 being pulled from my account without authorization additional to my already made $1318 payment. I am scared that this money will not be recovered and I will be responsible for 3 times the amount of my mortgage and overdraft fees assessed by my bank.Bank statement showing both payments pulled from account attached. Along with my payment history on lakeviews siteBusiness Response
Date: 12/15/2023
We thank you for your feedback through the BBB portal. Foremost, we hear and understand your frustration. We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain.
Kindly see attached response.Initial Complaint
Date:12/05/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called 11/15/2023 made my payment within the grace ****** I have the confirmation number with email. I call them today after I received a late notice. Mind you they took out the automated payment I scheduled December 1st. Im on hold for 1/2 an hour. They argue they tried to take it out it was returned. I call my bank with them on speaker so they can hear my bank say they never tried to take out the payment. Which they my bank confirms it was never attempted. The lady after we hang up with my bank together still arguing with me they tried to take it out???!!! Like my banks lying to her??!! This in lunacy and the issues not resolved shes still saying we owe Decembers now? I have proof and recorded the phone call.Business Response
Date: 12/18/2023
We thank you for your feedback through the BBB portal. Foremost, we hear and understand your frustration. We do sincerely apologize for any inconvenience you may have experienced with the servicer who handles your loan; we appreciate the opportunity to further explain.
Kindly see attached response.
Lakeview Loan Servicing, LLC is NOT a BBB Accredited Business.
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